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Presented by

The second annual

Customer Service Excellence in Public Transport

Thursday 24 January 2008 Mayfair Conference Centre, London

Supported by

Organised by

Book online at

Why you should attend

Providers of public transport services are becoming increasingly aware of what good customer service can do for their businesses. "Is it worth doing?" asked Christopher Garnett, the former chief executive of intercity operator GNER, at the first Customer Service Excellence in Public Transport conference in January 2007. "Absolutely, undoubtedly. You look after the passenger, the passenger looks after the customer, you earn the money." On the 24th of January 2008, the second annual Customer Service Excellence in Public Transport conference will again consider why customer service is vital to public transport, and how operators can deliver it, often in the most testing of conditions. Gone are the days when public transport could rely on a captive market. Britain's bus and train operators must compete for every customer by making the journey experience as pleasant as possible. Delivering good customer service is no longer an aspiration, it is a necessity. Supported by the Institute of Customer Service, this event will bring together customer service specialists and those concerned with the challenge of delivering high standards of customer service in public transport. Can you afford not to be there?

Who should attend?

· Public transport operators · Local authorities · PTAs/PTEs · Industry suppliers · Consultants · Academics · Passenger representatives · Anyone who has an interest in customer service in public transport


09.00 09.30 Registration and coffee Welcome and introduction by Chairman Peter Hall, Membership Director, Institute of Customer Service Why is Customer Service Important? Keynote speech: How can we meet rising passenger expectations? Roger French OBE, Managing Director, Brighton and Hove Buses How do others do it? Speaker to be confirmed What do public transport users expect? Gavin Booth, Chairman, Bus Users UK Questions and discussion Morning coffee Delivering Excellent Customer Service in a Difficult Environment To see ourselves as others see us Andrew Braddock, Independent Consultant, A-B-O-U-T The Southern story: Improving customer service on a commuter railway Jan Chaudry, Commercial Director, Southern Railways The customer service journey Mike Cooper, Managing Director, Arriva UK Regional Bus (invited) Questions and discussion Lunch 14.50 15.10 4 15.40 14.30 Welcome and introduction by Chairman Peter Hall, Membership Director, Institute of Customer Service 3 13.50 Establishing a Customer Service Culture Innovative approaches to customer service training Paul Hargreaves and Sarah de Brion, train4change I'm a customer: Get me out of here! Paul Cooper, Communications Director, Institute of Customer Service People, passion and process: Kick starting a customer services revolution Alex Warner, Customer Services Transport Consultant Questions and discussion Tea and coffee Panel Discussion Panel is chaired by Peter Hall, Membership Director, Institute of Customer Service and includes: Roger French OBE, Brighton and Hove Buses Paul Cooper, Institute of Customer Service Alex Warner, Southern Railways Andrew Braddock, A-B-O-U-T Close of conference

1 09.40


10.00 10.20

10.40 11.00 2 11.30



12.30 12.50


Good customer service is all about teamwork Book before 4 Jan and bring your team for only £125 + VAT each!

Published programme subject to change


Customer Service Excellence (CO 249)


Please complete one registration form for each delegate Card no __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ Start date __ __ /__ __ Expiry date __ __ /__ __ Security Code __ __ __ Cardholders name Signature Date

1. Book online at 2. Fax the completed booking form to 0845 270 7966 3. Post the booking form with payment to Landor Conferences, Quadrant House, 250 Kennington Lane, London SE11 5RD

Please complete clearly in BLOCK CAPITALS

Cardholders address (if different from overleaf)

Postcode Please invoice quoting order reference no _______________


Title (Mr/Mrs/Dr/Other ­ Please specify) Name Position Department Organisation Address

(NB Purchase orders must be provided before we can process bookings)

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Important Note: In addition to your purchase order number, please provide details below of the contact to which invoices should be sent. Otherwise invoices will be sent to the registered delegate who will be held responsible for ensuring that the invoice is redirected for prompt payment.

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The fee is inclusive of refreshments, lunch, conference documentation and a CD ROM sent out after the event including all the speakers' papers and/or presentations. Landor Conferences, Quadrant House, 250 Kennington Lane, London SE11 5RD. Tel: 0845 270 7965 Fax: 0845 270 7966 Email: [email protected] Website: For accounts queries please call 0845 270 7866 Venue and Date Thursday 24 January 2008 Mayfair Conference Centre, 17 Connaught Place, London W2 2EL Confirmation You will receive a receipted VAT invoice and joining instructions which includes a map, directions and travel information. If your booking has not been acknowledged 7 days prior to the event please contact us to confirm your booking has been received on 0845 270 7965. Cancellation If for any reason you are unable to attend, cancellations received in writing by 10/01/08 will receive a refund less an administrative charge of £50 + VAT. There will be no refunds for cancellations made after this date. Substitutions can be made at any time at no further cost. Accommodation We have appointed Hotel Options as the hotel reservations bureau for this event. They have negotiated special rates at a number of hotels and will be pleased to make the necessary arrangements on your behalf. Telephone 08707 55 22 01 for more information. A written confirmation will be sent to you. This is a free service. Data Protection Act The data you provide will be held on a database in accordance with the Data Protection Act (1998). Your details may be passed to other companies who wish to contact you for marketing and communication purposes. If you do not wish your information to be passed on, please write to the Database Manager at Landor Conferences at the above address.

Commercial organisations Standard rate ­ £375 + VAT = £440.63 Colleague rate ­ £125 + VAT = £146.88 (ends 04/01/08) Public Sector organisations Standard rate ­ £295 + VAT = £346.63 Colleague rate ­ £125 + VAT = £146.88 (ends 04/01/08)

PLEASE NOTE: Colleague rate only valid with a full price booking

Special Rates for voluntary organisations, registered charities, full time students and group discounts are available on application. Please call 0845 270 7965 for details.


All fees are payable in advance of the event. Delegates may be refused admission if payment is not received prior to the event. Delegates who have not paid will be required to provide credit card details or supply a company cheque at registration. Payment can be made by cheque, credit card or BACS transfer. Cheques should be made payable to Landor Conferences. Payment terms are strictly 7 days. I enclose cheque no ______________ for £______________ (NB cheques made payable to Landor Conferences) Please debit my Visa/Mastercard/American Express/ Eurocard/Delta card

The difference that's noticed!

"A customer service ethos is not something you can switch on like a 60-watt lightbulb," Roger French told the first Customer Service Excellence in Public Transport conference. "It's a journey, it's rites of passage and you never arrive at the destination. That's what we've found. As we've raised expectations we get even more pressure to go even further." Roger French, Managing Director, Brighton and Hove, Keynote Speaker

What's really happening in passenger transport Transit provides news and analysis for the UK passenger transport sector every fortnight. Widely read by rail, light rail and bus operators, local and central governments, consultants and suppliers, Transit delivers comprehensive coverage, authoritative features and incisive business comment. For a free copy of the latest issue, please call: 0845 270 7901or email: [email protected] Visit Sponsorship & Exhibition Opportunities Landor Conferences consistently attracts high quality focussed professional audiences. If you wish to carefully target your marketing consider the advantages of sponsorship, taking exhibition space or inserting relevant promotional material into the delegate packs with rates that represent real value. Call Matthew Knight on +44 (0)845 270 7969 or email [email protected] for full details. Conference CD ROM's will be made available for the conference. Please visit for information on these after the event. This conference could also assist professionals with their Continuous Professional Development points (CPD) requirements.

Landor Conferences are a member of The Association of British Professional Conference Organisers (ABPCO). ABPCO is the only association in the UK whose membership consists exclusively of Professional Conference Organisers (PCOs).

landor conferences tel: 0845 270 7965 email: [email protected]


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